Our customer survey service helps organisations gain a clear, accurate understanding of customer experience, satisfaction and sentiment. Using professionally delivered telephone surveys, we capture honest, detailed feedback that supports better decision making and stronger long-term relationships.
Unlike digital-only surveys that are often ignored or completed with minimal thought, our approach focuses on structured conversations. This allows us to explore responses in more depth, clarify feedback where needed and uncover insight that may otherwise be missed. The result is data you can trust and insight you can act on.
Customer surveys are suitable for B2B organisations that want a deeper understanding of their customer relationships and performance. This includes businesses that rely on repeat revenue, long-term contracts or strong client relationships to drive growth.
The service is particularly valuable for organisations looking to improve retention, reduce churn, evaluate service delivery or gather structured feedback following key milestones such as project completion, contract renewal or product launches.
We begin by working with you to define the purpose and scope of the survey. This includes identifying the target audience, agreeing key objectives and designing a structured question set that aligns with your goals. Surveys can focus on satisfaction levels, Net Promoter Score, service quality, renewal risk, product feedback or broader market insight.
Once the survey structure is agreed, our experienced UK-based callers conduct the outreach on your behalf. Conversations are delivered professionally and impartially, ensuring respondents feel comfortable sharing honest feedback. Where appropriate, our callers will probe for additional detail to ensure responses are clear and meaningful.
Following completion, we collate the results into a clear, structured report. This includes quantitative summaries, qualitative commentary, key themes and practical recommendations to support informed decision making.
A well-executed customer survey provides far more than a snapshot of satisfaction. It offers early warning signs of potential churn, identifies opportunities to strengthen relationships and provides clarity around customer expectations.
Clients typically gain improved retention insight, clearer understanding of service strengths and weaknesses, and actionable intelligence that supports continuous improvement. By listening to customers consistently and proactively, organisations can make informed changes that protect revenue and enhance customer experience.
The quality of insight gathered through customer surveys depends heavily on how questions are asked and how conversations are managed. Our approach prioritises professionalism, neutrality and clarity at every stage.
Surveys are delivered by experienced UK-based professionals rather than automated systems or scripted call centres. This allows for more natural conversations and higher completion rates. We also operate with full transparency, providing visibility into methodology, outcomes and feedback trends.
Many organisations struggle to gather meaningful customer feedback. Online surveys often suffer from low response rates, rushed answers or a lack of context, making it difficult to identify genuine issues or opportunities.
Customer surveys conducted through professional telephone conversations overcome these limitations by encouraging engagement and open dialogue. This helps uncover the reasons behind customer behaviour, highlight potential risks early and provide clarity around what is working well and what needs improvement.
What types of surveys can you deliver?
Surveys can cover customer satisfaction, Net Promoter Score, renewal risk, product or service feedback, post-project reviews and market insight.
Will customers know the survey is independent?
Yes. Surveys are positioned as independent research conducted on your behalf to encourage honest feedback.
How is feedback reported?
You receive a structured report including data summaries, key themes and actionable recommendations.
Is the service GDPR compliant?
All survey activity is conducted in line with GDPR requirements using compliant data and professional practices.
Can surveys be repeated regularly?
Yes. Many clients use surveys on a recurring basis to track trends and measure improvement over time.
If you would like to gain clearer insight into your customer experience and understand how customer surveys could support your organisation, speak to our team to discuss your business needs. We will help you define the right approach and objectives.